Failure to Address Resident Council Concerns Regarding Call Light Response
Penalty
Summary
The facility failed to address concerns raised by residents during Resident Council meetings regarding untimely responses to call lights. According to the facility's policy, concerns discussed in Resident Council meetings should be documented using a Resident Council Response Form, communicated to the relevant department within 72 hours, and resolved within a specified timeframe. However, review of Resident Council minutes from two separate meetings showed repeated complaints that call lights were not answered promptly, sometimes taking up to 20-30 minutes, and that nursing staff instructed residents to turn off their call lights with promises to return, but did not follow through. There was no documentation indicating that these concerns were addressed or resolved by the nursing department. Interviews with residents confirmed that the issue persisted and had not been resolved, with residents continuing to experience long wait times for assistance with basic needs such as toileting or retrieving items. The Activities Director acknowledged that the concerns had not been resolved and was unable to provide documentation of the required response forms or evidence of communication with the nursing staff. The DON confirmed the expectation that concerns should be communicated and addressed within the policy's timelines, but acknowledged the ongoing nature of the issue.